Toni WOODS
Avon,IN
Summary
Energetic Associate offers customer service and resolution expertise paired with outstanding time management and multitasking skills. Diligent team member with over 15 years of experience helping customers with returns and refunds and resolving common complaints. Enthusiastic and friendly team player dedicated to maintaining positive attitude focused on customer satisfaction.
Overview
13
13
years of professional experience
Work History
CFO RLRP Associate II
One America Financial
Indianapolis, IN
04.2018 - Current
- Sorted and processed incoming reports before putting data into processing software.
- Located and corrected data entry errors and reported to management.
- Tracked and maintained records for Repetitive Pay department.
- Double checked accuracy of hard copy paperwork and rectified any issues.
- Compiled and verified accuracy and sorting information to prepare source data for computer entry.
- Corrected data entry errors to prevent duplication or data degradation.
- Scanned documents and saved in database to keep records of essential organizational information.
- Increased data-entry productivity by maintaining detailed logs of data projects, identifying issues and improving them.
- Accurately handled data entry for 1,000 + clients into company-based software.
- Coded and processed applications into required electronic formats.
- Verified accuracy of computer system information by updating pension or annuity data.
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence and creating reports.
- Verified accuracy of computer system information by updating QWS data.
Customer Service Representative
One America Financial
Indianapolis, IN
05.2015 - 04.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services and company information.
- Updated account information to maintain customer records.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Delivered prompt service to prioritize customer needs.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Developed and updated databases to handle customer data.
- Trained new personnel regarding company operations, policies and services.
- Handled 100+ customers in fast-paced call center setting in coordination with solid team of 30+ customer service associates.
Emerging Leader
Stericycle
Indianapolis, IN
12.2008 - 05.2015
- Educated customers on company systems, form completion and access to services.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced productivity by staying on top of call scripts and maintaining control over direction of conversations.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Documented and detailed calls and complaints using call center's CRM database.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Responded to customer calls and emails to answer questions about products and services.
- Researched issues through identification of similar past problems and recommended most appropriate solution.
- Maintained and managed customer files and databases.
- Resolved customer complaints and addressed emergency requests and needs.
- Addressed customer account discrepancies and concerns.
- Answered over 100+ calls per shift to meet fast-paced call center demands.
Education
High School Diploma -
Ben Davis High School
Indianapolis, IN06.1998
Skills
- Customer Interaction
- Conflict Resolution
- Computer Competencies
- Recordkeeping abilities
- Change order processing
- Customer engagement
- Organization and Time Management
- Data Entry
- Self-Motivated
- Multitasking Abilities
- Decision Making
- Problem-Solving
- Attention to Detail
- QWS, Excel, Word, One Source, Lexis Nexis Software Proficiency
Accomplishments
- Collaborated with team of 3 in the development of the Death Managements Automation.
Achievements
Assisted with creating an automation program to automate death processing in the Repetitive Pay department. This automation helped eliminate the use of paper. The system allowed associate to track work easier, make updates to date and process incoming documents in a more efficient and clear way.
Timeline
CFO RLRP Associate II
One America Financial
04.2018 - Current
Customer Service Representative
One America Financial
05.2015 - 04.2018
Emerging Leader
Stericycle
12.2008 - 05.2015
High School Diploma -
Ben Davis High School
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